Musgrave is one of the Europes most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain.
Every day we feed one in three people in Ireland through 11 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and MusgraveMarketPlace.
We support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve.
We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to make sure that happens.
We want to make a positive impact on theworldand we will support our suppliers and customers to make a difference too.
Our people are the heart of our business.
As our greatest asset, they make Musgrave a great place to work and in return we aim to be the very best place to work, grow and thrive.
We are now inviting applications for the position of aTeam Leader to join our Customer Service team.
This is an exciting opportunity to develop your career and progress further within one of Ireland's leading employers.
The Team Leader will have a passion for delivering an excellent customer experience and the ability to deliver that experience through effectively engaging a team of staff.
They will manage and delegate the daily workload and ensure the team is able to work to and achieve set targets.
They will also be responsible for managing escalated customer issues and liaising internally with other senior members of staff to ensure we deliver on our First for Service commitment.
Please note the roster for this position is 5 over 7 days.
Key responsibilities include but are not limited to the following: Effectively manage and motivate a team to achieve sales targets and key performance indicators whilst ensuring behavioural competencies are managed.
Support and promote the digital proposition, ensuring a Digital First mindset across the team.
Develop and deliver training for representatives, ensuring they are equipped to up-sell the Musgrave product range and effectively deal with all customer queries.
Build and leverage effective relationships with key points of contact across the business; Sales, Supply Chain, Trading.
Arrange staff scheduling and act as first point of contact for staffing issues.
Manage the telephony solution, reporting and overall success of call routing.
Advise on adjustments needed to staff schedules to match work volumes.
Create, maintain and regularly review SOPs for the team.
Implement the company sick leave policy and all other staff policies.
Identify and resolve problems including key performance metrics, staff optimisation and process improvements.
Identify and escalate required system improvements.
Experience, Skills and Education:
The successful candidate will have most or all of the following: A minimum of one years people management experience with extensive Customer Care experience.
Experience in developing, motivating and leading a high performing / professional team and delivering on targets.
Broad experience of working with customers, understanding their needs and translating these into processes / improvements.
Third Level qualification Desirable:
Call centre management experience (outbound calling / working to targets) Foodservice industry and product knowledge Musgrave is an equal opportunities employer.
We encourage applications from diverse candidates.
If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know Musgrave operate a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.
Occasional business travel to other locations will also be required.